Terms of service
Ordering
All orders must be placed through our online store or by email. We do not accept orders or glass measurements over the phone. Written orders help ensure that all details are clear to both parties. All orders are subject to confirmation by Glassfactory.
The customer is responsible for ensuring that the measurements and other specifications submitted with the order are correct.
Delivery of Products
Delivery time
The estimated delivery time is 2–5 weeks from receipt of payment, unless otherwise agreed in writing. If a delay occurs, we will inform the customer and provide an updated delivery estimate.
Delivery location and unloading
Delivery includes transportation to the end of a road accessible to the delivery vehicle and unloading the products from the vehicle. Carrying products indoors, moving them to another location on the property, and installation are not included.
The customer must ensure that the delivery location is safely accessible to the delivery vehicle and that a suitable unloading area is available. Any access restrictions must be reported to Glassfactory before the order is placed.
Mainland delivery only
The shipping price shown at checkout or quoted separately covers delivery to mainland addresses only. Delivery to islands, including Mediterranean islands and other offshore islands, is not included unless expressly agreed in writing.
Island deliveries are subject to a separate quotation and confirmation of availability. Please contact info@glassfactory.fi before placing an order for delivery to an island.
Delivery arrangements and repeat attempts
Deliveries are generally made on weekdays between 8:00 am and 4:00 pm, local time. The transport company will contact the customer in advance to arrange delivery.
The shipping price includes up to two delivery attempts. If delivery cannot be completed for reasons attributable to the customer, any further delivery attempts will be charged separately. Any additional delivery charges will be communicated to the customer before another attempt is arranged.
If storage is required because the customer cannot accept delivery as agreed, reasonable storage charges may apply. The customer will be informed of the applicable charges in advance.
Transport damage and inspection
Where Glassfactory arranges delivery, we are responsible for loss or damage during transport until the customer, or a person designated by the customer other than the carrier, takes physical possession of the products.
Please inspect the products and packaging upon delivery and record any visible damage on the delivery note where possible.
Please report any transport damage to info@glassfactory.fi as soon as possible, preferably within five days of delivery. Include the order number, a description of the damage, and photographs of the damaged product and packaging.
Failure to record damage on the delivery note or to report it within five days does not limit the customer’s statutory consumer rights.
Glass Standards and Warranty Conditions
The products have a two-year commercial warranty starting from delivery. The warranty covers manufacturing and material defects. It does not cover normal wear and tear or glass breakage caused by impact, improper handling, incorrect installation, or misuse.
The warranty does not cover damage caused by movement or deformation of the supporting structures, including movement caused by temperature changes.
Please note that mirrors are not resistant to moisture. The commercial warranty does not cover mirror oxidation caused by exposure to moisture.
The dimensional tolerance in glass manufacture is ±1 mm.
The commercial warranty is additional to, and does not limit, the customer’s statutory rights under applicable consumer protection law.
We follow the warranty conditions of the Finnish Flat Glass Association. Below are the most important standards related to the appearance of glass:
8.1 The quality of different glass grades and glass products is assessed in accordance with the current SFS-EN standards and the following are the main points of the quality assessment. More detailed information can be found at standards.
8.2 Float glass (and mirrors), SFS-EN 572-2: Simple, uncoated float glass must not cause disturbing image distortion when viewed from a 45 ° angle and at a distance of 4.5 m. Other defects are considered at a distance of 2 m perpendicular to the glass surface in normal daylight which does not cause reflections (scattered light). When viewed in this way, linear and wide errors and ø 3 mm point errors are not permitted. The number of point errors allowed depends on the size of the glass and the error ø.
8.3 Heat-tempered safety glass, SFS-EN 12150-1.2: The total deflection of the glass can be 3 mm / 1000 mm and the local deflection 0.5 mm / 300 mm. The edges of the glasses can be sharp-edged (TSH), rough-edged (RRH) or gloss-edged (KRH).
8.4 Laminated glass and laminated safety glass, SFS-EN 12543 and SFS-EN 14449: The glass may have point defects. The permissible number of defects of ø 0.5… 1 mm and ø1… 3 mm depends on the number of lamination layers and the surface area of the glass. Errors with a ø of 3 mm or more are not permitted. Linear errors <30 mm are allowed. A linear error of more than 30 mm is allowed when the glass size is > 5 m2. Holes and wrinkles in the laminating film are not allowed in the visible area of the glass after installation, but in areas that are “hidden”.
Payment
Payment is made through Klarna using the payment methods available at checkout or as specified in the written order confirmation.
Custom-Made Products and Right of Withdrawal
All products we sell are custom-made to the customer’s specifications.
Products made to the customer’s specifications or clearly personalised are excluded from the statutory right of withdrawal. We do not offer voluntary exchanges or returns for these products.
This does not affect the customer’s statutory rights if a product is defective, damaged during transport, or does not conform to the order.
Deliveries Outside the European Union
For deliveries outside the European Union, import taxes, customs duties, and customs clearance fees are not included in the product price or shipping charge.
The customer is responsible for arranging customs clearance and paying all applicable import taxes, customs duties, and clearance fees imposed in the destination country.
Customs clearance may affect delivery times.
Liability
If a product is defective or does not conform to the order, please contact info@glassfactory.fi. We will assess the claim and arrange an appropriate remedy in accordance with applicable law, including repair or replacement and, where required, a price reduction or refund.
Where we are responsible for a defect, the remedy will be provided without cost to the consumer as required by applicable law.
To the extent permitted by applicable law, Glassfactory is not liable for indirect or consequential losses.
We are not liable for delays caused by circumstances beyond our reasonable control where applicable law permits such an exclusion. If such circumstances affect an order, we will inform the customer as soon as reasonably possible.
Nothing in these terms excludes or limits liability or consumer rights that cannot lawfully be excluded or limited.
Products Damaged During Transport
In the rare event that a product breaks during transport, Glassfactory does not normally collect the broken glass or arrange its return transportation.
After the transport damage has been documented and Glassfactory has confirmed in writing that the product may be disposed of, the customer is responsible for arranging safe disposal in accordance with applicable local regulations. Please do not dispose of the product before receiving this confirmation.
If disposal involves a charge, please contact Glassfactory in advance to agree on the arrangements. Glassfactory will cover reasonable and necessary disposal costs where required by applicable consumer protection law.
If the customer cannot safely arrange disposal, they must contact Glassfactory so that an appropriate solution can be agreed.
Do not return damaged products unless Glassfactory expressly instructs you to do so in writing.
Changes to These Terms
We may update these terms from time to time. Changes will not affect orders already accepted by us.
